Customer Success Manager

As a Customer Success Manager, you serve a shared portfolio of customers alongside your teammates rather than owning a named list of your own. Any customer in the pool may be yours on any given day, and your job is to make that experience feel seamless to them.

This is a different craft from named account management. You work from a prioritized queue driven by health signals, product usage, support activity, and renewal proximity. You load context quickly, diagnose accurately, deliver value in a compressed number of touchpoints, and leave the account better documented than you found it so the next teammate can pick up exactly where you left off.

You are equally comfortable walking a network operations lead through a product capability and explaining business impact to a director. You thrive on variety and volume, and you take pride in doing high-quality work at pace.

Key Responsibilities

Shared Portfolio Coverage & Customer Engagement

• Serve customers across a shared portfolio, working from a prioritized queue rather than a fixed account list.
• Deliver proactive lifecycle touchpoints, including onboarding confirmation, adoption checkpoints, and structured pre-renewal reviews.
• Respond to inbound customer needs within team coverage standards and see them through to resolution.
• Build credibility quickly with new stakeholders, often without the benefit of an established relationship.
• Be the voice of the customer internally, using the breadth of the pool to spot patterns a single account view would miss.

Product & Technical Enablement

• Guide customers on best practices, implementation planning, and usage optimization.
• Deliver product demonstrations to drive adoption and unlock new use cases.
• Collaborate with Support and Product teams to troubleshoot and resolve issues.
• Translate technical capability into business outcomes the customer cares about.

Value Realization at Scale

• Execute standardized success plays consistently and well, adapting the message rather than rebuilding the motion.
• Confirm that every customer you touch has clear, documented outcomes they are working toward.
• Connect product adoption to tangible business results in every customer conversation.
• Contribute improvements to the plays themselves based on what you see working in the field.

Retention, Risk & Renewal Readiness

• Detect churn risk early through health signals, usage decline, support friction, and stakeholder change.
• Run structured pre-renewal reviews and prepare a clear readiness picture for each upcoming renewal.
• Hand off renewals to the Renewals CSM with complete context, including value delivered, open risks, stakeholder map, and expansion signals.
• Identify cross-sell and up-sell opportunities and route them to Sales with the supporting evidence.

Operational Excellence

• Maintain rigorous documentation so account context lives in the system rather than in individual memory. This is the foundation of the pooled model.
• Keep data accurate and current in internal systems, including Totango and Salesforce.
• Manage many concurrent customer conversations without letting commitments slip.
• Contribute to team KPIs, including coverage, response time, adoption, health score, and retention.

What You Bring

• 2 to 4 years of experience in Customer Success, Account Management, Technical Support, or a similar customer-facing role in B2B SaaS.
• A balance of technical aptitude and business acumen. You can speak both languages. Exposure to networking, DNS, DHCP, IPAM, or infrastructure is an asset.
• Comfort serving many customers at once and prioritizing by signal rather than by relationship history.
• Excellent written communication. A significant share of pooled engagement happens asynchronously, and your writing carries the relationship.
• Strong documentation habits and genuine discipline about leaving a clean trail for teammates.
• Experience delivering demos and running structured customer conversations.
• Familiarity with CS and CRM tooling, such as Totango or Salesforce.
• A proactive mindset: driven, accountable, coachable, and naturally customer-obsessed.